Keyboard service program

FYI, Apple is not here on these forums. We are just other regular users such as yourself who are volunteering our time to assist others. Use the "Support" link at the top of this page to be able chat/call/email with official Apple representatives, but they will likely just reiterate what the Apple Store or AASP has already told you.

You can contact Apple corporate:

Contact - Official Apple Support

Leave Apple with product feedback (Apple won't respond):

Product Feedback - Apple

FYI, all of Apple's free repair programs over the years have always been for a limited amount of time with the longest being five years (rare these days, as most are now just 3 or 4 years). The only exceptions have been for an actual product recall associated with a safety issue...Apple does attempt to notify registered owners when a product safety recall occurs. Otherwise, Apple assumes that if you have an issue with your apple device that you will have Apple or an AASP examine it to provide you with a repair estimate. Here is a current list of the publicly acknowledged free repair programs for various Apple products:

Apple Service Programs - Apple Support

Notice the "publicly acknowledged" part, since Apple does from time to time have some secret free repair programs. So it is best to have Apple or an AASP examine your Apple device whenever you have a hardware issue just in case it may be a covered repair.

I'm not aware of any product manufacturer who actually attempts to notify users for any sort of free repair programs with the exception of product safety recalls. Most Apple fan sites will report when Apple acknowledges a free repair program....and even sometimes when Apple tries to keep a free repair program secret (such as "Staingate").

Have you tried using compressed air to clean the keyboard? While the butterfly keyboard does have a design flaw with their key switches, just the tiniest bit of dirt or liquid can affect the functionality of the keyboard as well with the similar symptoms. Here is an Apple article with instructions for cleaning the laptop keyboard...just make sure to keep the can of compressed air completely upright or you can damage the laptop with the cold wet propellant:

How to clean the keyboard of your MacBook or MacBook Pro - Apple Support

FYI, Apple did get rid of the Butterfly Keyboard design with the Late 2019 models so this should not be a problem again.

At least you now have a link listing Apple's publicly acknowledged free repair programs, but remember Apple does have some secret programs from time to time so having Apple or an AASP inspect a hardware issue is always a good idea even if you don't go through with a paid repair.

Live and learn.

kivancy wrote:

It's really bad and Apple service is really expensive.

I agree. Unfortunately Apple has consolidated several formerly separate parts into few major parts. While Apple used to allow just the replacement of a smaller part like a Keyboard, now the Keyboard is integrated into a larger single major part called the Top Case Assembly which also includes the entire Palmrest assembly, Trackpad, Speakers, Touchbar, Battery and of course the Keyboard itself. Just hope you never need to have the speakers replaced as it will cost the same price as your built-in keyboard.

One way to get a slightly lower price for the Keyboard replacement is to hope the Battery capacity drops below 80% of the original desgin capacity or hope for a hardware failure with the battery. If you ever see the battery condition as "Service Recommended", then it means Apple will replace the exact same part at a lower price because it will be for a battery only price (people were upset at the glued in battery so this is Apple's slight concession). You can use the third party app Coconut Battery to see the current battery capacity in relation to the original design capacity which may give you an idea how close the battery is to the 80% mark. I find that sometimes you will see the "Service Recommended" condition or a failed Apple Diagnostic when checking when the battery is checked at 10% or less charge remaining.

Do not confuse Apple service programs with Motor Vehicle recalls. Motor Vehicles recalls are issued and users are actively notified because the underlying defects might result in serious injury or death.

Many manufacturers have some service programs that are not visible to the public. Only when you have enough of a problem to present your device for service and it matches the criteria do you discover the manufacturer will cover the cost of the remediation.

There is a case to be made that if your annoyance was never elevated to the level where you presented your computer for service within the three year window, it was not really so bad.

You appear to have 'lived with it' while the service program was active. After three years since release, that service program has expired.

Replacing the keyboard-trackpad-TopPlate-battery assembly should be under about US$250.